Lumeris · 1 day ago
Customer Service Analyst
St. Louis, MO
Full-time
Onsite
Mid Level
$64K/yr - $84K/yr
3+ years expLumeris is a company dedicated to improving the healthcare industry through talented and committed team members. The Customer Service Analyst role focuses on overseeing external partners and vendors to ensure service levels are met, while also supporting internal stakeholders and resolving complex inquiries to enhance the member experience.
ConsultingHealth CareInformation Technology
Responsibilities
Research and resolve complex issues and inquiries from vendors, clients and internal stakeholders
Audit vendor performance including quality, accuracy and other contractual service levels. Present findings and address deficiencies
Collaborate within Lumeris and with vendors and clients to drive timely communication, develop or improve processes and create or approve knowledge articles, training materials and other knowledge resources
Identify trends and develop recommendations to address issues and improve processes and practices to elevate the member and provider experience
Represent Customer Service as a member of the Operations Implementation Team (OIT)
Compile and present data, reports and other information to illustrate performance results and action plans related to performance gaps
Participate in audits, assist with corrective action plans and drive other process, performance and compliance activities
Collaborate with cross-functional teams to develop process maps and identify improvement opportunities
Identify and document requirements for new products, solutions, markets and other initiatives and participate in user acceptance testing
Other work and duties as assigned
Qualification
Required
Bachelor's degree or commensurate experience with the demonstrated ability to perform the responsibilities outlined in the Job Description
Minimum of three years of health plan operations experience or commensurate experience with the demonstrated ability to perform the responsibilities outlined in the Job Description
Knowledge of healthcare regulations, Lumeris' MA benefits and CMS guidelines and policies
Strong commitment to Service Excellence and driving a BEST-IN-CLASS customer experience that results in a Five Star CMS rating
Strong PC skills including intermediate abilities using Microsoft Word, Excel, PowerPoint and Smartsheet
Experience with Wrike or the ability to learn how to utilize Wrike
Experience with Genesys and Pure Insights or the ability to learn how to utilize these workforce management tools
Proficiency developing new and documenting current process maps and proposing improvement opportunities
Excellent written and verbal communication skills including the ability to professionally interact with associates at all levels
Demonstrated ability to be proactive, flexible, enthusiastic, resourceful and detail oriented
Must be self-motivated and a self-starter and able to deliver at a high-level with limited direction and oversight
Preferred
Lean Six Sigma or related experience
Benefits
Medical, Vision and Dental Plans
Tax-Advantage Savings Accounts (FSA & HSA)
Life Insurance and Disability Insurance
Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days)
Employee Assistance Program
401k with company match
Employee Resource Groups
Employee Discount Program
Learning and Development Opportunities
And much more...
Company
Lumeris
Lumeris is an accountable care delivery innovation company that offers operational support, technology, and consulting services.. It is a sub-organization of Essence Group Holdings.
1001-5000 employees
H1B Sponsorship
Lumeris has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (13)
2023 (9)
Funding
Current Stage
Late StageTotal Funding
$325.26MKey Investors
Deerfield
2024-04-10Series A· $100M
2023-11-06Debt Financing· $50M
2016-04-01Series Unknown· $80M
Leadership Team
Julie Hammes
SVP of People & Culture
David Carmouche
Executive VP and Chief Clinical Transformation Officer
Recent News
2025-11-05
Company data provided by crunchbase